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NOVEMBER 2012 MEMBER SPOTLIGHTSusan WarwickDirector of Volunteer Services and Guest Relations Faxton St. Luke's Healthcare
Utica, New York

Wearing multiple hats, Susan is involved in impacting overall patient experience. As Reward and Recognition chair, she led the development and roll out of an online recognition program. As Volunteer Services Director, she oversees a program with over 300 volunteers annually. As Guest Relations Director, she meets with new admissions daily (the most rewarding part of her role). While her team is working on many initiatives to improve patient satisfaction, they realize putting sincere caring into what they say and do for patients will be what makes the difference.

WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?

As Reward and Recognition chair, the development and roll out of an online recognition program. As Volunteer Services Director, a successful volunteer program with over 300 volunteers on an annual basis. As Guest Relations Director, I have the opportunity to meet with new admissions every day and that piece of my job is developing into the most rewarding part of my day.

WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?

The biggest challenge is getting 100% buy-in from 100% of the staff so that everyone realizes they play a role in the Patient Experience. We have many initiatives we are working on to improve our patient satisfaction, but we know that the way we make people feel about what we do for them is what is most important. Putting the sincere caring into what we say and do for our patients will be what makes the difference.

WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?

Our organization’s future looks bright with our strong focus on improving the Patient Experience, and I am excited about the role I will continue to play in this effort.WHAT DO YOU DO FOR FUN WHEN NOT WORKING?

I enjoy ballroom dancing. I have a membership in American Wine Society which allows me to take advantage of monthly wine tastings. I travel overseas and within the United States. I also enjoy walking my dog and spending time with friends and family as well as visiting my daughters in New York City.

WHY DID YOU JOIN THE BERYL INSTITUTE?

I joined prior to attending the conference in Texas. The conference was wonderful, and I came back truly inspired! I am looking forward to all that The Beryl Institute has to offer. I can tell already that they are a top notch organization!